---
title: CitiSignal - Family Account Optimization Campaign
slug: docs/citisignal-family-account-optimization-campaign
docTags: 
createdAt: 2026-03-12T07:04:57.147Z
---

## Introduction

![](https://api.archbee.com/api/optimize/bAgVaanSi1tFmfc8PghaH/zZRC_PZL3T6JESZN-4wpn-20260312-070724.png)

**Audience:** Marketers, Solution Architects, Developers.

**Environment Details:**

-  [ADSS > Public Project - CitiSignal](https://experience.adobe.com/#/@demosystem4/sname\:public-citi-signal/journey-optimizer/ai/home)
- **[Campaign Link](https://experience.adobe.com/#/@demosystem4/sname\:public-citi-signal/journey-optimizer/campaigns/orchestrated-campaigns/1322df86-9b00-43a7-adc5-82b86820d4d6)**

***

## Demo Scenario

![](https://api.archbee.com/api/optimize/bAgVaanSi1tFmfc8PghaH/HXM6gao38ERlTsls-GRM6_cleanshot-2026-03-12-at-145312.png)

**CitiSignal Family Account Optimisation Campaign**
John has a family account with 4 lines and Fiber Max. We send him ONE campaign showing optimisation opportunities for ALL entities he manages - which lines can upgrade devices, should he upgrade his internet speed, does he need better WiFi equipment. 

Customers who enter the campaign are evaluated for account-level and subscription-level upgrade opportunities. The campaign splits into a treatment (90%) and control (10%) cohort. Treatment contacts receive enriched, personalised emails at two levels: **(a)** an account-level multi-entity email to account holders, and **(b)** one or more per-subscription device-upgrade emails to line users (and SMS where applicable). Control contacts are saved for later lift analysis.

***

##  Telco Data Model

![](https://api.archbee.com/api/optimize/bAgVaanSi1tFmfc8PghaH/48J6bi8L4KfgpH4hLA7bc-20260312-081715.png)

- **Accounts** form the core entity. 
- **Recipients** represent users under accounts. 
- **Subscriptions (Mobile & Internet)** represent services owned by accounts. 
- **Usage tables** provide time-series service consumption data. 
- **Products** act as a shared reference entity across subscriptions, equipment, and offers. 
- **Offers and Eligibility** support targeted marketing and churn mitigation use cases. 
- **Product Relationships** enable bundling and cross-sell logic.



***

## Technical Enablement

In order to follow step by step creation of above campaign follow the [link](https://experienceleague.adobe.com/en/docs/platform-learn/tutorial-one-adobe/activation/ajob2c/ajo38/ajocampaigns) for technical enablement documentation.

***

## Step‑by‑step breakdown of the campaign flow

![](https://api.archbee.com/api/optimize/bAgVaanSi1tFmfc8PghaH/zZRC_PZL3T6JESZN-4wpn-20260312-070724.png)

### STEP 1 — Campaign Entry

**What triggers it:** Campaign scheduled run with target dimension **citisignal\_recipients**.
 **Business intent:** Begin evaluation of accounts for upgrade/cross-sell opportunities.
 **Customer experience:** No visible touchpoint yet — system accepts customer record into the campaign.
 **Outcome to track:** Total entrants accepted into the campaign.

### STEP 2 — Primary Audience Query ("Account Holders with Opportunities")

**What happens:** System filters **citisignal\_recipients** for account holders associated with active accounts and at least two mobile subscriptions.
 **Business intent:** Focus on family accounts (multi-line) that present higher cross-sell/upgrade value.
 **Customer experience:** Customers meeting criteria will continue down the campaign; others exit or are routed elsewhere.
 **Expected business outcome:** A refined cohort.

### STEP 3 — Random Split (90% Treatment / 10% Control)

**What happens:** The filtered accounts are randomly divided into Treatment (90%) and Control (10%).
 **Business intent:** Maintain an untouched control group to measure incremental impact of campaign messaging.
 **Customer experience:** Control members receive no campaign messages from this run; treatment members proceed.

### STEP 4 — Enrichment Chain (Treatment Path)

**What happens:** For treatment accounts, the campaign pulls account, internet subscription, mobile subscriptions (collection), device equipment, and router/equipment data.
 **Business intent:** Assemble data required to personalize messaging and determine upgrade eligibility and offer suitability.
 **Customer experience:** Invisible; their profile is augmented with attributes used in personalization (e.g., device age, trade-in value, eligible offers).

### STEP 5 — Account-level Email ("Send Multi-Entity Account Review")

**What happens:** The campaign sends a personalized email to the account holder using enriched account and aggregated line data.
 **Business intent:** Present family-wide upgrade opportunities in a consolidated message to the account owner to drive higher-value conversions.
 **Customer experience:** Account holder receives an email summarizing internet, device, and line-level upgrade options.
 **Outcome/KPIs:** Email deliverability, open rate, CTR, and conversions tracked at account level; compare against control.

### STEP 6 — Change Dimension: Account → Mobile Subscriptions

**What happens:** The campaign switches target dimension from citisignal\_mobile\_subscriptions (each phone line) to citisignal\_recipients (account holders).
 **Business intent:** Evaluate each line independently to surface per-line upgrade opportunities and comply with per-subscription targeting requirements.
 **Customer experience:** If an account has multiple eligible lines, each line will be evaluated separately and may generate individual messages.

### STEP 7 — Enrich Subscriptions with Recipient and Device Data

**What happens:** For each mobile subscription, the campaign:

- Joins back to citisignal\_recipients (line-user) to fetch contact email/name. 
- Enriches device details from equipment subscriptions. 
- Fetches recommended product details (product catalog).
   **Business intent:** Ensure each subscription has the recipient contact and device/product context needed to craft a relevant single-line communication.
   **Customer experience:** Line users gain individual content (device-specific upgrades).

### STEP 8 — Change Dimension: Mobile Subscriptions → Recipients

**What happens:** Campaign switches back to citisignal\_recipients so messages can be delivered (Adobe requires target = recipients for sends).
 **Business intent:** Enable delivery to the recipient addresses associated with each subscription after per-line evaluation.
 **Customer experience:** Each eligible subscription results in one message addressed to the corresponding line user. Multiple eligible lines for one person will generate multiple messages.

### STEP 9 — Per-subscription Email Send ("Send Device Upgrade Email Per Subscription")

**What happens:** Send individual upgrade email for each eligible subscription using variables: phone number, device model, trade-in value, recommended product.
 **Business intent:** Drive conversion at the line level with specific CTAs (upgrade, trade-in, device purchase).
 **Customer experience:** Line user receives a short, actionable email specific to their phone number/device. If a user has 3 eligible lines, they will get 3 distinct emails (one per line).
 **KPI:** Per-subscription open rate, CTR, purchases, and incremental conversions attributed to the campaign.

## Channel branching to SMS (if applicable)

**What happens:** After subscription evaluation, eligible subsets may be split and routed to SMS.
 **Business intent:** Use SMS for higher-urgency, high-value offers to improve response rates.
 **Customer experience:** Opted-in line users may receive a concise SMS CTA instead of or in addition to email.

### Screenshots

![](https://api.archbee.com/api/optimize/bAgVaanSi1tFmfc8PghaH/pl8xH4meKuj3RrOZSQTPC-20260312-080323.png)

![](https://api.archbee.com/api/optimize/bAgVaanSi1tFmfc8PghaH/zdo-nkLI-IuqtEnZwaku4-20260312-080346.png)

###